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Return Policy

To see the return policy applicable for your Device or accessory, select how you made your purchase below.

In the store:

 

On the phone:

 

Online:

 

In the store:

T-Mobile retail location

T-Mobile will gladly assist you with your Returns. You can return or exchange a Device or accessory (“Device”) for a refund within 14 days of the purchase or lease date of the original Device. Return the Device with your receipt, in its package, with all contents, undamaged and in good working condition, with no material alterations to the Device’s hardware or software, to the sales channel where you received your Device. Refunds and exchanges will be less any rebates received and shipping costs. Certain promotional offers may require you to return all items you received with your Device and could cause you to become ineligible for any promotional discounts. You may also be required to pay a restocking fee based on the Full Retail Price (“FRP”) of the Device as follows: $70 for devices with a FRP of $600 or more; $40 for devices with a FRP between $300-$599; and $20 for devices with a FRP of less than $300. Select the return policy for your state below for specific details:

 

Authorized third-party dealer

For Device and accessory refunds and exchanges, see the individual authorized dealer’s return policies applicable to your purchase. To cancel service, return your Device in its original package with all original contents undamaged and in good working condition with no material alterations, within 14 days of the purchase date of the original Device to the authorized dealer location where you purchased it.

 

On the phone:

New sale/lease and activation

For a refund, to exchange a Device or accessory, or to cancel your new service activation, return your Device and/or accessory within 20 calendar days of the date you received your order. During this period, you may return or exchange your Device or accessory, or cancel your new service activation for any reason, as long as you:

  • Contact us at 1-800-672-5390 to cancel your new service activation; and request a Return Authorization for all returns and exchanges:
  • Return your device and any accessories using the prepaid shipping label that we emailed you.
    • You must return your Device in its original package with all original contents, undamaged and in good working condition with no material alterations to the Device’s hardware or software.
    • Accessories or other items received as part of a promotional offer (e.g. "Buy One Get One" etc.) must be returned for a refund or exchangealong with the original Device.
    • Limited edition and some other Devices may not be refunded or exchanged.
    • Refunds and exchanges will be less any rebates, restocking fees, and shipping costs.
    • If you do not return your Device or if you return your Device in a damaged or altered condition, we may take one or more of the following actions:
      • Prevent your Device from working;
      • Elect not to process your service cancellation;
      • Charge you the cost to repair a damaged or altered Device; or
      • Charge you the suggested retail price of a destroyed or altered Device, or, in the case of cancelled service, a non-returned Device, (which may be greater than the price you paid), plus any shipping and handling charges.
    • You are responsible for any charges incurred prior to service cancellation, including roaming, long distance, taxes, control charges, regulatory program fees, and other fees.
    • You may also be required to pay a restocking fee based on the Full Retail Price (“FRP”) of the Device as follows:
      • $70 for devices with a FRP of $600 or more
      • $40 for devices with a FRP between $300-$599
      • $20 for devices with a FRP of less than $300

 

Upgrade

T-Mobile will gladly assist you with your Returns. You can return or exchange, a device or accessory (“Device”), or cancel an upgrade service activation, within 20 calendar days of the date your Device shipped. Buy online and Pickup In-Store orders may be returned to one of our retail locations or shipped back by calling customer care. During this period, you may return or exchange your device, or cancel your upgrade service activation for any reason, as long as you:

  • Contact us at 1-800-672-5390 to cancel your upgrade service activation; and request a Return Authorization for all returns and exchanges:
  • Return your device and any accessories using the prepaid shipping label that we emailed you.
    • You must return your Device in its original package with all original contents, undamaged and in good working condition with no material alterations to the Device’s hardware or software.
    • Accessories or other items received as part of a promotional offer (e.g. "Buy One Get One" etc.) must be returned for a refund or exchange.
    • Limited edition and some other devices may not be refunded or exchanged.
    • Refunds and exchanges will be less any rebates, restocking fees, and shipping costs.
    • If you do not return your Device or if you return your Device in a damaged or altered condition, we may take one or more of the following actions:
      • Prevent your Device from working;
      • Elect not to process your service cancellation;
      • Charge you the cost to repair a damaged or altered Device; or
      • Charge you the suggested retail price of a destroyed or altered Device, or, in the case of cancelled service, a non-returned device, (which may be greater than the price you paid), plus any shipping and handling charges.
    • You are responsible for any charges incurred prior to service cancellation, including roaming, long distance, taxes, control charges, regulatory program fees, and other fees.
    • You may also be required to pay a restocking fee based on the Full Retail Price (“FRP”) of the Device as follows:
      • $70 for devices with a FRP of $600 or more
      • $40 for devices with a FRP between $300-$599
      • $20 for devices with a FRP of less than $300
       

Important:

  • If any items (a) are returned after the specified return period; (b) have been physically damaged, modified, or damaged by liquids; or (c) are missing any part(s), you will not receive any credit on your purchase price.
  • Prepaid services, e-coupons, and gift cards are not refundable

 

Online:

New sale/lease and activation

T-Mobile will gladly assist you with your Returns. You can return or exchange, a device or accessory (“Device”), or cancel an upgrade service activation, within 20 calendar days of the date your Device shipped. Buy online and Pickup In-Store orders may be returned to one of our retail locations or shipped back by calling customer care. During this period, you may return or exchange your device, or cancel your upgrade service activation for any reason, as long as you:

  • Contact us at 1-800-672-5390 to cancel your new service activation; and request a Return Authorization for all returns and exchanges:
  • Return your Device using the prepaid shipping label that we emailed you.
    • You must return your Device in its original package with all original contents, undamaged and in good working condition with no material alterations to the Device’s hardware or software.
    • Accessories or other items received as part of a promotional offer (e.g. "Buy One Get One" etc.) must be returned for a refund or exchange.
    • Limited edition and some other Devices may not be refunded or exchanged.
    • Refunds and exchanges will be less any rebates, restocking fees and shipping costs.
    • If you do not return your Device or if you return your Device in a damaged or altered condition, we may take one or more of the following actions:
      • Prevent your Device from working;
      • Elect not to process your service cancellation;
      • Charge you the cost to repair a damaged or altered Device; or
      • Charge you the suggested retail price of a destroyed or altered Device, or, in the case of cancelled service, a non-returned Device, (which may be greater than the price you paid), plus any shipping and handling charges.
    • You are responsible for any charges incurred prior to service cancellation, including roaming, long distance, taxes, control charges, regulatory program fees and other fees.
    • You may also be required to pay a restocking fee based on the Full Retail Price (“FRP”) of the Device as follows:
      • $70 for devices with a FRP of $600 or more
      • $40 for devices with a FRP between $300-$599
      • $20 for devices with a FRP of less than $300

 

Upgrade

For a refund, to exchange a Device or accessory, or to cancel an upgrade service, return your Device or accessory within 20 calendar days of the date you received your order. During this period, you may return or exchange your Device or accessory, or cancel your upgrade service activation for any reason, as long as you:

  • Contact us at 1-800-937-8997 to cancel your upgrade service activation; and request a Return Authorization for all returns and exchanges:
  • Return your Device using the prepaid shipping label that we emailed you.
    • You must return your device in its original package with all original contents, undamaged and in good working condition with no material alterations to the Device’s hardware or software.
    • Accessories or other items received as part of a promotional offer (e.g. "Buy One Get One" etc.) must be returned for a refund or exchange.
    • Limited edition and some other Devices may not be refunded or exchanged.
    • Refunds and exchanges will be less any rebates, restocking fees, and shipping costs.
    • If you do not return your Device or if you return your Device in a damaged or altered condition, we may take one or more of the following actions:
      • Prevent your Device from working;
      • Elect not to process your service cancellation;
      • Charge you the cost to repair a damaged or altered Device; or
      • Charge you the suggested retail price of a destroyed or altered Device, or, in the case of cancelled service, a non-returned Device, (which may be greater than the price you paid), plus any shipping and handling charges.
    • You are responsible for any charges incurred prior to service cancellation, including roaming, long distance, taxes, control charges, regulatory program fees and other fees.
    • You may also be required to pay a restocking fee based on the Full Retail Price (“FRP”) of the Device as follows:
      • $70 for devices with a FRP of $600 or more
      • $40 for devices with a FRP between $300-$599
      • $20 for devices with a FRP of less than $300

Important:

  • If any items (a) are returned after the specified return period; (b) have been physically damaged, modified, or damaged by liquids; or (c) are missing any parts, you will not receive any credit on your purchase price.
  • Prepaid services, e-coupons, and gift cards are not refundable.